Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7,977 total complaints in the last 3 years.
- 2,759 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We began our Vivint contract back in 2014. We signed a 5 year commitment at the time and continued the agreement all the way up until 2020 when we went to move. Now mind you we were technically out of contract at this point and we had a home built that was prewired for a security system and we figured we would just go with the company the builder recommended. I called in October 2020 to cancel the contract and when I called I spoke to a gentlemen that said everything could be transferred to the new home and they could offer me a "deal" to stay. I said that was fine but I did not want to sign another contract until I knew that Vivint could indeed install into the "smart panel" our builder installed into the new home. Well here comes November 2020 and the Vivint Tech came to install at our new home. As I feared they couldn't install the VIvint system into the smart panel so he apologized and left. I called that day and said that based on the fact they could not move the service we would indeed cancel. The representative said not a problem and "processed the cancelation". A few months went by and I noticed we were still being charged so this began the countless calls to Vivint and every time was told it would be canceled based on a new set of criteria ( send an email requesting the cancelation etc). Well months went by and I was still getting charged. Called back and was told I was locked into an 18 month contract and it wasn't their fault they couldn't install it. I asked them to pull up the "recording" of my call where the rep said I wouldn't be locked into a contract if they couldn't move the system to which they said they miraculously couldn't access it. I just called AGAIN and was transferred 4 times before they hung up on me. I have now paid $782.46 for a system that I have never been able to use after being a loyal customer for over 6 years with no end in sight. Stay away from Vivint at all costs.
Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17932213
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/30/2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he moved to a new location where Vivint was unable to reinstall his system. ************** further explains that he followed Vivints cancellation process, however, his account continued to be charged.
Vivint has issued a refund of $782.46 which ************** should receive within **** business days. If ************** has any questions or concerns, he may contact the representative who has contacted him via email.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The account was opened in June 2018. We tried moving services in November/December of 2019 to our new home that we just purchased. When we called Vivint at the time of the move they stated that they could not move the services and the equipment to the new home unless the equipment was paid off. The total amount owed at that time was $1200 for the equipment. Nothing was resolved we continued to pay for the services for approximately a year or so after that in which no services were being utilized by us due to Vivint not moving the services and the equipment to the new home because the equipment was not paid off in full according to them. The card from which the payment was being withdrawn expired and the company no longer received a payment which is when they contacted us due to non-payment. We explained that we were paying for the services even though we were not receiving the benefits of these services and they offered a medium point in which the account would be canceled and no fees, services, or equipment would be owed due to the nature of the situation. They specifically stated that because we had been paying the service and the service was not being utilized that we would no longer owe anything and the account would be canceled. We have bank statements proving the payments. We have attempted to get information in regards to the case notes after every call we have made but the customer service representatives are not able to find said calls, notes, and/or recordings.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17930750
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 7, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that they tried moving in November/December of 2019 and was told their equipment needed to be paid in full. She further explains that they continued to pay for services for a year without utilizing the services and was later promised cancellation with no penalty when they stopped making payments. ******************** is now unable to get information regarding the said call, case notes and recording.
A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve her concerns.
Vivints records show that ******************** and ********************* signed a Purchase and Services Agreement upon installation of their Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $39.99, and total equipment fee of $1,022.19 that was financed through Citizen One, plus applicable taxes, during that term.
Vivint agrees to the above resolution. ******************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This home security system they tell you , you have 30 days to decide about it. Once it's in, it changes to 3 days. The system was never fully installed. The Sales lady ***************************** was super helpful until the second day I decided I didn't want the system anymore. I have been calling their customer service for a week now trying to get it removed. EVERY person I have talked to has lied to me, including a supervisor *******. Yesterday a tech was supposed to come remove the system, they never showed up, but noted the accounted that they came to my house and talked to me. Never happened. I'm still trying to get it removed. I know they will still try to bill me for it. I haven't used it. In fact the parts of the system that I was able to unplug I did unplug. I don't know how I can get this company to come get there system out of my house.Business Response
Date: 09/15/2022
Tell us why here...September 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17928598
Complainant: *************************************
Vivint Account #:*******
Date of Agreement: 8/24/2022
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was initially told she had 30 days to try out the system but now she is being told she only had 3 days. ******************* further explains that she has scheduled appointments for Vivint to remove the equipment, however, Vivint has not shown up twice to the appointments.******************** requests that Vivint remove the equipment and not charge her.
At this time, Vivint is willing to send one more technician to Ms. ********* home to remove the equipment. Following the removal, Ms. ********* account will be canceled and refunded. If the technician does not show up to the appointment,******************** may keep the equipment and her account will be cancelled and refunded.
However,it should be noted that in section 4 of Ms. ********* System Purchase and Services Agreement, it states:
You may cancel this Agreement at any time prior to midnight of the third business day after the date of this transaction.
Despite this information, Vivint agrees to the resolution above.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/27/2022
I filed a complaint last month about Vivint. BBB Complaint #********. The e mail I was last sent I was unable to answer the BBB on if my problem was resolved. My problem is NOT resolved. Vivint did removed the equipment that never worked on September 9th. But I'm STILL being charged $34.80 through Vivint AND an additional $63.06 through the Citizensone loan. Vivint's legal department even sent me a letter everything would be canceled and I'd be refunded. I'm tired of being lied to and this needs to be resolved ASAP!Business Response
Date: 10/06/2022
October 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17928598
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: 8/24/2022
To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
Vivints records indicate that Ms. ********* account and equipment loan were cancelled on September 27, 2022. ******************** has also been issued a full refund which she should receive **** business days from September 27, 2022.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A representative from Vivint Smart Home came to my home to offer me a 30- day trial using their home protection equipment. After 2 weeks of use I noticed we were having trouble with the system, not being responsive, the temperature not showing properly and the main panel crashing constantly. We called Vivint to inform them of these problems and to cancel the service but they refused. Instead, they offered to send a technician out to fix the system. The technician never came to solve the problem. We called Vivint to cancel the service again because their technician never showed up and we did not like the system or customer service. ********************** still refused to cancel. Instead, the representative added another 30 day trial. I did not ask for this to be extended. I wanted to cancel the service. At this point, 3 weeks have passed and I called back and requested to speak with a manager, the representative informed me, it would take 48 hours for a manager to call me back. It took a week and a half. I went back and forth with Vivant for over 60 days before they decided I could not cancel because I was over the trial period. To make matters worse the rep told me I was signing for a trial not a ***** loan to purchase the security system. I would have never agreed to this as I already have a security system that is paid in full. I am paying for a security system that is not capable of keeping my family safe and provided by people who scammed me.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17926909
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: July 9, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************ to resolve his concerns. ************ may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold my house back in June. The new owners did and completed the takeover as they agreed to take over the service that was once mine. But sadly it was duplicated and now there are two accounts of the same service address. I'm being charged for something I DON'T NEED OR HAVE ACCESS to. I was charged for July, and there has been an attempt to charge me in Aug and soon Sept. No one seems to completely close my part of the account and refund me for the month of July I was charged. I'm so scared for Aug and the upcoming months to be attempted to charge me and then I will be "listed" as a bad customer which is FAR FROM IT because I did everything I was asked to do to close my account, so I'm scared this will then go to collections and ruin my credit due to the company's negligence. I'm ready for this company to blacklist me for this, and honestly I no longer care and I WILL tell people to completely avoid them. Sad because this is my only problem with the company. I want my account closed, my money refunded to me and I have no back payments issues and Vivint will never hear from me again. I won't be back for the third time.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17925936
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 6, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** in order to assist. Vivint agrees to cancel Ms. ******* account and backdate the cancellation to June 25, 2022. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Aug 6, 22 a representative stopped by the house to discuss home security. The three of us in the house were told that we would get a 30 day free trial. On the 28th day of the ********************************************************** keeping the system as cameras had already begun to fail/not record. Vivint called said representative who denied ever saying that he gave us a 30 day free trial. Vivint only interested in money believed the lie that he was now telling them. Long of the short, we got screwed. So, I'm hoping you, can help. ***Business Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17924232
Complainant: *******************
Vivint Account #: *******
Date of Agreement: August 6, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that August 26, 2022, a sales representative told him he would have a 30 day free trial. He states that August 28, 2022, he called to advise Vivint that he did not want to keep the system due to equipment failure. He states Vivint contacted the sales representative who denied the 30-day free trial. **************** desires cancellation of the account and removal of the equipment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has provided a technician to resolve the system issues. Vivints representative has attempted to contact **************** to make sure the issues were resolved. Vivint is willing to work with **************** in this matter to make sure things are resolved.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 6, 2022. Records indicate that **************** agreed to the term length of sixty (60) months. In section 3 of this agreement Vivint does not warrant that the system will always operate or detect.
Vivint offers to provide a technician to ensure this matter is resolved. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/19/2022
Hi, good morning to you. I responded to you on Saturday the 17th. However, this morning first thing. **** with Vivint contacted me to let me know that they are going to come and uninstall the equipment. As well as cancel the contract with them. And the contract with citizens pay. Apparently a loan company they work with who approved ***** for the loan on the security equipment. Along with a full refund. If all of these things happen, we will be satisfied with the outcome.Initial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a security system and talked with salesman about 2 hours told him what I wanted and he assured me they was going to put it in . Well they put a system in however was NOT what I wanted . I told them I had someone lurking in my back yard and I wanted a system they would catch them and i wanted to be able to show police with a play back system. That recorded all actives . Told them I did not need window breakage that the cameras be all I wanted with the play back . Well I had someone steal my parts off my central air unit ,. That's when I found out they did not sell me what I ordered I call the company ask if it had a play back system they said Yes at first they sent a tarnation out to show me how to work playback . The Tarnation said I did not have that . I called company they said I had to but that I said No I that what I purched at first they said No . Well they sent out a window breakage and want to charge me to have that put in I said I did not want window breakage I wanted the system I order they insisted I order more and I said I wanted to cancel and they refused that also Now what do I do the system was not what I ordered and I lost my central air unit . I know what I ordered and they say no I tried call sales man he changed his phone number .I feel I got scammed and have a big bill to pay that NOT what I wanted I am 65 and they scammed me Can you please help Thanks so muchBusiness Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17922700
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: July 18, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she was not sold what was needed to record all activities as promised by the sales representative. She further explains that she had an incident and contacted Vivint for the playback only to find out that she did not receive the device.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. To assist, Vivint agrees to offer **************** a smart drive at no additional cost. Ms. ****** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8-12-22 my spouse agreed to a 30 day trial offered by the Vivint technicians that visited our residence. I was at work that day and I was upset that the techs ignored my no soliciting sign, and knocked on my door. My husband did all the business with them, and they informed him IMPLICITLY that we would have 30 days to cancel. ********* had computers with them and there was no paperwork involved. Now that we want to cancel, this company REFUSES to honor that time period. I have talked to over ten different individuals and I can't resolve this issue. I feel like those techs deliberately lied to him, knowing that we can't prove what he was promised. Now they're claiming our early termination fee is over $2000.00. Ridiculous. Thank youBusiness Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17922366
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: August 12, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that her husband spoke with a Vivint sales representative on August 12, 2022 and set up service. ******************** states that her husband was told he has a thirty (30) day cancellation period. ******************** states that they have requested cancellation, but was not able to cancel. ******************** desires cancellation of her husbands account.
A Vivint representative has reached out to ******************** in order to assist. Vivints representative is willing to assist on this matter. Vivints representative is providing the information ******************** provided to the appropriate teams for review. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ******************** signed a Purchase and Services Agreement on August 12, 2022. Vivints records indicate that ******************** contacted Vivint on September 5, 2022 about cancellation of his account and Vivints sales representative confirmed a seven (7) calendar day cancellation period.
Vivints representative is willing to assist in this matter. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** for multiple years and I have had poor service with Vivint where they promise a good working system for my monthly payment , which has been an unfilled promise based on the contract I entered with this company. Today, I actually went to the Vivint store on my app to get 2 additional outside cameras for my home and they offerred a 20% discount with a 5 month installment plan of $64.00 a month. I went to check out and they wanted me to pay the complete total for 2 cameras ( sale price of $319.00 each), which was the complete opposite of what they advertised. I am dissappointed with the Vivent for their trikery after so many years with them and the multiple system failures throughout my years of good payment and poor service. I want Vivint to make good on their offerings as advertised and promised with my continuous timely payments to them.Business Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17921070
Complainant: *********************-Chauvin
Vivint Account #: *******
Date of Agreement: May 23, 2014
To Whom It May ***************** have reviewed the information provided by ***************************************************** and appreciate the opportunity to respond.
In his complaint, ****************************************** explains that Vivints store has a 20% discount with a 5-month installation plan of $64.00 on his application. When he called to get this offer, he was told to pay $319.00 per camera. ****************************************** desires Vivint to offer what was advertised.
At this time, Vivint advises ****************************************** to contact Vivints *************************** at ************** for current upgrade and discount offers on his account.
A legal representative from Vivint has attempted to contact ****************************************** via email and phone to resolve his concerns. ****************************************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************************************Initial Complaint
Date:09/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello I am a 55 year old grandmother Spanish-speaking only and I feel I was scammed by Vivint alarm system I was not given a Spanish version of my contract. I was also not informed that there was any contract, my daughter reads over my emails and she sees that I signed a five-year contract I did not know and the sales rep did tell me I could cancel any time so my daughter calls to cancel for me and they told me I need to pay off all equipment first I was not informed about this at all. My witnesses are my son-in-law and my daughter that were here with me the day that the sales rep came to my home they both remember him saying that we can cancel at any time no questions asked he also failed to informed me that the equipment was part of the contract and the price of the equipment I called and it turns out they were charging me for three extra equipment that I didnt even have. They also never mentioned that the equipment is a loan from a bank not with them.Business Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17921043
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: July 6, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she only speaks Spanish and that she was scammed by her sales representative, by not being sent a Spanish version of the contract. ******************** states she was not informed of the contract, stating she found about it by her daughter reading her emails and discovered she signed a five (5) year contract. ******************** states she was told she could cancel at any time. ******************** states her daughter called to cancel the account and was told that the equipment must be paid off to cancel. ******************** states she was not told the equipment was on a loan. ******************** desires cancellation and a refund.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers full cancellation of the account, this will include a technician being send out to remove all Vivint installed equipment. Upon receipt of the equipment Vivint will cancel the account and provide a full refund and closure of the equipment line of credit.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 6, 2022. Records indicate that ******************** participated in a recorded Preinstallation survey. In this survey ******************** agreed to the term of sixty(60) months for the Vivint contract. ******************** also agreed to the equipment line of credit with Citizens.
Despite the above listed information Vivint offers full cancellation. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im grateful you helped resolve the matter. Thank you.
Sincerely,
*************************************
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